Subject: RE: HomeBox Fresh desk Open Tickets February 17 2021
From: Yahia Taha <[email-masked]>
To: Deepak Devasia <[email-masked]>
Cc: Hasan Razakhan <[email-masked]>, Muralidharan Gunjur <[email-masked]>, Baraa Abukhadra <[email-masked]>, Ramesh Gottimukkala <[email-masked]>, Ksaconloc Returns <[email-masked]>, Jessie Caparas <[email-masked]>, Niren Dsouza <[email-masked]>, saurabh <[email-masked]>
Date: Wed, 17 Feb 2021 14:27:39 +0000

Hi Sir,

As per below report we have 177 open tickets from more than 4 days , have reviewed  some of them and found that the reasons are, no follow up from agent to close while the issue is already resolved , pending with

Technical team from long time ,delay pick up for returned items from couriers(Aramex & LMG) , wrong escalation by LSM team ,however I closed some of them and still work is going on, please check below report

Note: if ticket updated as closed or resolved and any agent added private note it will automatically open with new ticket number this is one of the reasons as well.

Ticket ID
Subject
Status
Priority
Source
Type
Agent
Group
Created
date
ageing
Reason for delay to close
2015794
wrong item
Open
Low
Phone
Complaints
Rozan hani Abdelraziq
Crystel HomeBox KSA Team
########
24
+15days
Delay from Aramex to collect
2023185
# MOC -Out bound -6498474218- Scanning pending
Waiting on Third Party
Urgent
Phone
Complaints
Hatem Alqirshi
HomeBox KSA
########
22
+15days
Technical error in WH
2023469
inbound call for order 6264784731
Open
Low
Phone
Post Order Inquiry
Rozan hani Abdelraziq
Crystel HomeBox KSA Team
########
22
+15days
Pending with IT
2024191
6266534704 - missing part / wrong item
Open
Low
Phone
Complaints
Rozan hani Abdelraziq
Crystel HomeBox KSA Team
########
22
+15days
Delay pick up by LMG
2025636
Damaged product
Open
Low
Phone
Complaints
Ali Abdelrahem Almozain
HomeBox KSA
########
21
+15days
Resolved, no follow up to close
2026630
Returns
Open
Low
Portal
Complaints
Mohd Adeel Akhter
HomeBox KSA
########
21
+15days
Resolved, no follow up to close
2027645
6267484453 - wrong items
Open
Urgent
Phone
Complaints
Rozan hani Abdelraziq
Crystel HomeBox KSA Team
########
21
+15days
Wrong group selected by crystal
2027923
بضاعه تالفة بعد الفتح
Open
Low
Email
Complaints
Mohd Adeel Akhter
HomeBox KSA
########
21
+15days
Resolved, no follow up to close
2028379
Product information
Open
Low
Portal
Complaints
Hatem Alqirshi
HomeBox KSA
########
20
+15days
Resolved, no follow up to close
2028499
Delivery
Open
Low
Portal
Post Order Inquiry
Hatem Alqirshi
HomeBox KSA
########
20
+15days
Resolved, no follow up to close
2028747
Delivery of Items Order Number #6268211129 - Kashif Mushtaq
Open
Low
Email
Post Order Inquiry
Hatem Alqirshi
HomeBox KSA
########
20
+15days
Resolved, no follow up to close
2028885
إسترجاع المبلغ النقدي للطلب رقم 6245721379
Open
Low
Email
Complaints
Hatem Alqirshi
HomeBox KSA
########
20
+15days
Resolved, no follow up to close
2029235
Delivery
Waiting on Third Party
Low
Portal
Post Order Inquiry
Hatem Alqirshi
HomeBox KSA
########
20
+15days
Resolved, no follow up to close
2029679
damaged item return
Waiting on Third Party
Low
Phone
Complaints
Hatem Alqirshi
HomeBox KSA
########
20
+15days
wrong escalation by Crystal
2030842
FP05190001599-the refund
Open
Low
Phone
Post Order Inquiry
Rozan hani Abdelraziq
Crystel HomeBox KSA Team
########
20
+15days
Pending with IT
2031370
MOC - Scan - 6261159045
Waiting on Third Party
Urgent
Phone
Complaints
Hatem Alqirshi
HomeBox KSA
########
20
+15days
Resolved, no follow up to close
2033412
Delivery
Open
Low
Portal
Post Order Inquiry
Hatem Alqirshi
HomeBox KSA
########
19
+15days
Resolved, no follow up to close
2034556
Product information
Open
Low
Portal
Complaints
Hatem Alqirshi
HomeBox KSA
########
18
+15days
Resolved, no follow up to close
2034658
Returns
Open
Low
Portal
Complaints
Hatem Alqirshi
HomeBox KSA
########
18
+15days
Resolved, no follow up to close
2035844
Order cancelation
Waiting on Customer
Low
Email
Post Order Inquiry
Hatem Alqirshi
HomeBox KSA
########
18
+15days
waiting for the customer response 11 days
2036142
Re: شارك رأيك وملاحظاتك معنا
Waiting on Third Party
Low
Email
Post Order Inquiry
Mohd Adeel Akhter
HomeBox KSA
########
18
+15days
Wrong feedback & wrong escalation
2036318
Defective item under warranty
Open
Low
Email
Complaints
Mohd Adeel Akhter
HomeBox KSA
########
18
+15days
wrong escalation
2036622

Waiting on Third Party
Low
Email
Complaints
Hatem Alqirshi
HomeBox KSA
########
18
+15days
wrong escalation
2036624
inbound call for order 6262081870
Open
Low
Phone
Complaints
Rozan hani Abdelraziq
Crystel HomeBox KSA Team
########
18
+15days
Still not solve from conloc team
2036977
كشف حساب
Open
Low
Email
Complaints
Hatem Alqirshi
HomeBox KSA
########
18
+15days
wrong escalation
2038224
Damage to Bedroom Set (Order #6248442015)
Open
Low
Email
Complaints
Mohd Adeel Akhter
HomeBox KSA
########
17
+15days
No follow up with the customer
2038478
late collection
Open
Medium
Outbound Email
Post Order Inquiry
Rozan hani Abdelraziq
Crystel HomeBox KSA Team
########
17
+15days
No action from Third Party
2039567
Missing Item Two Pieces
Open
Low
Phone
Complaints
Rozan hani Abdelraziq
Crystel HomeBox KSA Team
########
17
+15days
Resolved customer received before two days the missing items

Best Regards
Yahia Taha
Customer Care Team Leader - Home box
800-1110888
Ext: 3457
Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>
[lg][hb]

From: Deepak Devasia <[email-masked]>
Sent: Wednesday, February 17, 2021 11:16 AM
To: Baraa Abukhadra <[email-masked]>; Ramesh Gottimukkala <[email-masked]>; Ksaconloc Returns <[email-masked]>; Yahia Taha <[email-masked]>; Jessie Caparas <[email-masked]>
Cc: Hasan Razakhan <[email-masked]>; Muralidharan Gunjur <[email-masked]>
Subject: RE: HomeBox Fresh desk Open Tickets February 17 2021

The ageing tickets above 4 days is till high.

Any issues or concerns in closing them

From: Baraa Abukhadra <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, February 17, 2021 11:44 AM
To: Rozan Abdelraziq <[email-masked]<mailto:[email-masked]>>; Ramesh Gottimukkala <[email-masked]<mailto:[email-masked]>>; Ksaconloc Returns <[email-masked]<mailto:[email-masked]>>; Mohammad Hameed Mohammad Fasi <[email-masked]<mailto:[email-masked]>>; Yahia Taha <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Nour Hanayneh <[email-masked]<mailto:[email-masked]>>; Nada Hattar <[email-masked]<mailto:[email-masked]>>; Layan Shehadeh <[email-masked]<mailto:[email-masked]>>; Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Karim Asklany <[email-masked]<mailto:[email-masked]>>
Subject: HomeBox Fresh desk Open Tickets February 17 2021

External email sender, please take precaution.
Dear All,

In the attachment is the required Fresh Desk open tickets report, kindly check and do the needful.

Count of ageing
Column Labels

Row Labels
0-2 Day
3-4 Days
5-6 Days
7-10 days
11-15 days
+15days
Grand Total

99
52
23
34
53
28
289
ARAMEX
6
3
3
6
1
4
23
LMG INTERNAL TEAM
3
2
2
4
1
2
14
OLM/LMG Team

1

2
3
SHIPA
2
1

1

4
WAREHOUSE
1

1
4
6
12
Grand Total
111
58
29
46
59
42
345
Count of ageing
Column Labels

Row Labels
0-2 Day
3-4 Days
5-6 Days
7-10 days
11-15 days
+15days
Grand Total
Crystel HomeBox KSA Team
30
20
11
14
6
10
91
Abdullah Muhaisen
1

1
Aseel.jaara khairi
1

1
Layan Shehadeh
1

1
nada hattar
1

1
No Agent
1
2

3
Rawan busaileh
8
3
5
4
2
1
23
Rozan hani Abdelraziq
17
15
6
10
4
9
61
HomeBox KSA
81
38
18
32
53
32
254
Ahmed Mohmmed Bahjat

1

1
Ali Abdelrahem Almozain
1

3
4
Alka Pandey
1
15
5
9
3
1
34
Amir Aziz

6
3
7

1
17
Hamza.abuazzam Nouri Abuazzam
1

1

2
Hatem Alqirshi

6
32
17
55
Ismail Mohamed Aboukhater

2

1

3
Marah alkhlaifat
1

1
Mohd Adeel Akhter

1
8
8
10
8
35
Mustehsan Siddiqui
2

2
Niren Dsouza
75
16

2

93
No Agent

1

1
Tarish Ayubi

4
2
6
Grand Total
111
58
29
46
59
42
345
Row Labels
Count of Source
Chat
12
Email
48
Outbound Email
20
Phone
88
Portal
177
Grand Total
345

Best Regards,

Baraa Abu Khadra
Operations Support Centre Supervisor
T: +962 6 500 1333
F: +962 6 500 1334
M: +962 79 1327 282
E: [email-masked]<mailto:[email-masked]>
www.crystel.co<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.crystel.co%2F&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C2dcd97ec4593409759e008d8d31c339d%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637491465360517184%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=J8F7Za5RXo9oUIjGnY8ohw4lGD11hXKgXbRLo9KeeLc%3D&reserved=0>
[Description: cid:[email-masked]]<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2F538477%3Ftrk%3Dtyah%26trkInfo%3DclickedVertical%253Acompany%252CclickedEntityId%253A538477%252Cidx%253A2-1-9%252CtarId%253A1465818676745%252Ctas%253Acrystel&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C2dcd97ec4593409759e008d8d31c339d%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637491465360527181%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=QmX6GCQJR21gsIs7NNqJsw%2BRPmIZkrf%2F2Xq7pB3%2B5Ik%3D&reserved=0>
[Description: cid:[email-masked]]<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2FCrystel.co&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C2dcd97ec4593409759e008d8d31c339d%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637491465360537174%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=raN1RY8Ed4%2BpHpRr0tEJiHynTWX8V8tOeKfzBSssKKI%3D&reserved=0>
[Description: cid:[email-masked]]<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2FCrystelCo&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C2dcd97ec4593409759e008d8d31c339d%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637491465360537174%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=WUXLWDsX62J1Ow3VvDp0ps2JSfVuPbevtrNWsqEPfkQ%3D&reserved=0>
[Description: cid:[email-masked]]<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fchannel%2FUCIlmC47mnFyc58kjUCMkByQ&data=04%7C01%7Cyahia.taha%40landmarkgroup.com%7C2dcd97ec4593409759e008d8d31c339d%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637491465360547168%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=hQF9Ihp89pPhdZ56vI5ES%2FV2Z%2FCGNVbK6wWmNL4Sf8E%3D&reserved=0>
[Description: cid:[email-masked]]

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com